Nearly two years ago, a CBC Toronto investigation revealed how lengthy 911 wait times are more than one-offs in Canada’s largest city amid burnout-fuelled staffing shortages.
But more than a year after releasing that report, wait times on hold for 911 in Toronto have only grown longer and are happening more frequently, according to internal records obtained through Freedom of Information requests.
In one such report from July, the service noted it had partnered with the Toronto Police Association on a project to review current staffing levels and shift deployment at the call centre.
Through that partnership, a third-party consulting firm was hired to do the analysis work on new minimum staffing requirements and reviewing staff levels, as recommended by the auditor general.
On one of those days in April, a family in Etobicoke, Ont., who previously spoke to CBC Toronto waited on hold for five minutes and 23 seconds for 911 while their infant son was choking before hanging up and trying to save the child themselves.
While steps to help support mental health and optimize shift scheduling can happen at the communication centre level, Stewart told CBC Toronto managers need funding for staff to meet minimum standards like NENA’s 90 per cent of calls answered within 15 seconds.
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Nearly two years ago, a CBC Toronto investigation revealed how lengthy 911 wait times are more than one-offs in Canada’s largest city amid burnout-fuelled staffing shortages.
But more than a year after releasing that report, wait times on hold for 911 in Toronto have only grown longer and are happening more frequently, according to internal records obtained through Freedom of Information requests.
In one such report from July, the service noted it had partnered with the Toronto Police Association on a project to review current staffing levels and shift deployment at the call centre.
Through that partnership, a third-party consulting firm was hired to do the analysis work on new minimum staffing requirements and reviewing staff levels, as recommended by the auditor general.
On one of those days in April, a family in Etobicoke, Ont., who previously spoke to CBC Toronto waited on hold for five minutes and 23 seconds for 911 while their infant son was choking before hanging up and trying to save the child themselves.
While steps to help support mental health and optimize shift scheduling can happen at the communication centre level, Stewart told CBC Toronto managers need funding for staff to meet minimum standards like NENA’s 90 per cent of calls answered within 15 seconds.
The original article contains 1,302 words, the summary contains 207 words. Saved 84%. I’m a bot and I’m open source!